When individual people respond to your customer contacts it is inevitable that each brings their own style to the responses they give. Yet when an organisation wants to deliver an outstanding customer experience a large element of this success is based on a consistent customer experience. We want our employees to be authentic , not robotic. Therefore it is vital to identify what you expect your agents to say (and not say) and do (or not do) and spell this out clearly. This should be supported with regular monitoring activity to ensure that quality is maintained across calls, emails and any other channels used by the same agent and that quality standards are maintained between difference agents. This requires a robust quality monitoring process that includes scoring, feedback and recording and links into wider organisational work flow processes and procedures for rewarding or managing performance. This course will show you how to be successful in contact centre.
Alternatively we can work with you on a consultancy basis beforehand to review or design your processes and then communicate them and train all those conducting quality monitoring in this session to achieve a consistent approach. We advocate the use of call recording and interaction analytics for successful quality monitoring but can work with what you have and advise you upon request.
We have never had such positive feedback. I will have no hesitation in recommending Ember Real Results to my colleagues and contacts in the future.
- United Utilities
Thoroughly enjoyable and useful. Hard to improve the format.
- SMART Telesales
Excellent trainer delivery.